Highlights
- Share a knowledge base across teams
- Custom ticket types
- Major incident management
- Choose which ticket fields stay in sync
- Microsoft GCC High support
Share a knowledge base across teams
A team that owns a native knowledge base can now share it with other teams in your organization. Those teams can browse and open the base, and their help desk agent can draw on it when answering tickets. Knowledge written once is available everywhere it’s needed, instead of being copied from team to team. For example, your IT team can share its VPN troubleshooting base with the HR and Facilities teams, and every team’s agent answers from the same source of truth. See Knowledge base overview.Custom ticket types
Custom ticket types are now available to every team. Alongside the built-in types, you can define your own in Settings. Each type has its own statuses, custom fields, and filters, so Serval matches how your team already categorizes work. Custom fields can now be organized into named sections, and custom-typed tickets reflect their type throughout the app. For example, create a “Hardware Request” type with its own fields and status flow, and filter and route those tickets separately from general support. See Custom ticket types.Major incident management
Serval now has first-class support for major incidents. A team manager can promote a ticket into a major incident, which installs a dedicated ticket type with its own ITIL status flow and a promotion workflow to coordinate the response. Serval also detects when several incoming incident reports describe the same underlying problem and automatically groups them under a single anchor incident, so responders see one coordinated picture instead of a pile of duplicates. For example, when many people report that email is down, Serval groups their reports under one incident, and a manager can promote it to a major incident to drive the response. See Incident management.Choose which ticket fields stay in sync
When Serval syncs a ticket with a connected ticketing system, you can now choose exactly which fields stay in sync. A master toggle turns field sync on or off, and beneath it you can enable or disable individual attributes, so Serval keeps the fields you care about in lockstep and leaves the rest untouched. For example, keep status and comments in sync with Jira while leaving each system’s own priority alone. See Ticket syncing.Microsoft GCC High support
Serval now supports Microsoft’s US government community cloud (GCC High). Organizations on GCC High can select the government-cloud deployment during setup and connect Microsoft Teams, Exchange Online, and Azure Resource Manager to the GCC High endpoints, so the help desk agent and Microsoft-backed features work with a government-cloud tenant.Ticketing
One Associated Items section The ticket side panel now merges directly attached and downstream-impacted items into a single Associated Items section, so everything connected to a ticket lives in one place. Nest tasks under their parent ticket Journey and sub-tasks now nest under their parent ticket in the list, and you can collapse a parent to hide its tasks. Show journeys in team ticket lists Team ticket lists now include journeys by default, and the Show journeys toggle brings them in or filters them out. Multi-select values in SLA and assignment criteria SLA definitions and assignment rules can now match against several values in a single condition instead of one at a time. Route by group membership Assignment rules gain a “requester is in group” condition, so you can route tickets based on which group the requester belongs to. Custom Reply-To for email Teams can now set a custom Reply-To address for outbound email, separate from the intake address.Help desk
Override the help desk agent’s name per team Once an organization enables per-team agent names, a team can override the organization’s help desk agent name with its own, so each team’s agent introduces itself the way that team expects. Manage a ticket from Slack Slack’s ticket view now opens a detail modal where you can reply and change status without leaving Slack. A Next button walks you through the ticket list from inside the modal. Slack DMs name the ticket Ticket-reply and mention DMs in Slack now include the ticket title in their heading, so it’s clear which ticket a message is about. Turn off Slack workflow cards Teams can now stop Serval from posting workflow cards in Slack, for channels where those updates add noise. Progress updates in Teams DMs The progress indicator card that shows what the agent is doing can now appear in Microsoft Teams direct messages, not just channels.Knowledge
Write suggestions into native knowledge Serval’s knowledge suggestions can now create and update pages directly in your native Serval knowledge bases. Native knowledge bases in the skill picker When you attach knowledge to a skill, you can now browse and pick native Serval knowledge bases alongside connected sources.Platform
Pin pages to the sidebar Pin the pages you use most to the top of the sidebar for one-click access. Delegate change management with custom roles Change management permissions can now be granted through custom roles, so you can give a role exactly the change-management access it needs. Pick your organization at SSO login When an email domain maps to more than one Serval organization, users can now choose which one to sign in to at SSO login.Integrations
New native integrations Serval adds native integrations for Presidio, Google Cloud Platform, Jamf Protect, Jamf Security Cloud, Splunk, Brivo Access, Thinkst Canary, CyberArk EPM, and Lumos. Front Lumos access requests With the Lumos integration, Serval can create, approve, deny, and track Lumos access requests, so employees ask Serval and Serval drives Lumos on their behalf. Manage PingOne users and groups The PingID integration can now provision and deprovision PingOne users, and add or remove members from PingOne groups. Send Office files in ServiceNow live chat Attachments in a ServiceNow live-agent chat now include Office file types (Word, Excel, PowerPoint), not just images and PDFs. Connect Typeform in the EU Typeform connections now offer a Region choice, so accounts on Typeform’s EU data center can connect.For developers
Public API additions The public API gains several new capabilities: set a ticket’s priority when creating it, create, read, and delete access-profile grants, read endpoints for user relationships, create and manage forms inside folders, read thumbs feedback comments in the feedback feed, and read ServiceNow live-agent interaction IDs on a ticket’s external tickets. Catalyst also gains aMoveTicketToTeam tool for moving a ticket between teams.